3rd Line Telco Engineer - Gateshead - £45K

Job Summary:

The 3rd Line Telco Engineer will be responsible for providing expert-level technical support for complex telecommunications issues, performing advanced diagnostics, and collaborating with other support teams to ensure the highest levels of service reliability and performance. This role requires deep technical knowledge, strong problem-solving skills, and the ability to lead critical projects.

Key Responsibilities:

Technical Support

• Provide 3rd line support for telecommunications systems, including VoIP, SIP, PSTN, and mobile networks.
• Resolve complex technical issues escalated from 1st and 2nd Line Support teams.
• Conduct root cause analysis for recurring issues and implement long-term solutions.

System Maintenance

• Perform advanced configuration, maintenance, and monitoring of telecom equipment and systems.
• Plan and implement system upgrades, patches, and improvements to ensure optimal performance.

Project Management

• Lead and participate in telecommunications projects, including system upgrades, migrations, and new implementations.
• Collaborate with other IT teams and external vendors to ensure project success.

Incident Management

• Manage and document the life cycle of critical incidents from initial report to resolution, including post-incident reviews.
• Develop and maintain incident response procedures and protocols.

Customer Service

• Provide expert advice and support to customers and internal teams on telecommunications matters, including training.
• Ensure timely and effective communication with stakeholders regarding issue status and resolution timelines.

Documentation

• Create and maintain detailed technical documentation, including network diagrams, configuration guides, and operational procedures.
• Develop and deliver training materials and sessions for 1st and 2nd Line Support teams.

Continuous Improvement

• Identify and implement improvements to telecommunications processes and practices.
• Stay updated with the latest industry trends, technologies, and best practices.

Requirements

Experience

• Minimum of 5 years of experience in a telecommunications support role, with at least 2 years in a 3rd line or similar expert-level position.

Technical Skills

• Proficiency in telecom network infrastructure, including Routers, Switches, Firewalls, and other telecom equipment.
• In-depth knowledge of telecommunications protocols and systems such as VoIP, SIP, PSTN, and mobile networks.
• Experience with telecom monitoring and diagnostic tools.
• Familiarity with telecom regulatory and compliance requirements.

Soft Skills

• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and lead projects.
• Detail-oriented with strong organizational skills.

This is an excellent opportunity to join a field leading client that can offer a stable working environment and opportunities for career development. For more information and a full job description, please contact Ben Turner at BRT Consulting.